Customer Success Specialist

About Zone & Co.

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more. 

Zone helps over 3,000 companies worldwide work smarter, faster and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe and Asia Pacific. 

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Role

The Customer Success Specialist is responsible for efficiently managing a large portfolio of customers while ensuring they achieve maximum value from our product. This role focuses on driving customer adoption and value through the strategic onboarding of our accounts purchasing our high - velocity products. You will leverage automation, data-driven insights, and a consistent playbook to ensure a seamless and successful customer journey from the start. 

This position requires a proactive approach, using technology to track customer milestones and identify potential risks early. Your work will directly contribute to long-term customer retention and growth by establishing a strong foundation during the critical onboarding phase and ensuring customers are set up for success from day one.

What You’ll Do:

• Manage a portfolio of up to 100 high-velocity customer accounts, ensuring they achieve maximum value from our product.
  • Document customer interactions, success stories, and escalations in CRM or customer success platform.
• Design, implement and run the onboarding process for all high-velocity accounts, guiding them through implementation, UAT and value realization. 
• Proactively track customer health through data-driven insights to identify and address at-risk customers early in their lifecycle. 
  • Ensure customers are using the product to its fullest potential to achieve their goals and maximize value.
  • Leverage customer insights to identify potential upsell or cross sell opportunities and collaborate with our Account Management team.
  • Track key success metrics such as NPS, CSAT, churn rates and regularly report to leadership.
• Work closely with internal teams (support, product, sales) to resolve complex issues and ensure a smooth onboarding process.
  • Develop and execute strategies to prevent churn by addressing concerns early, offering solutions, and ensuring ongoing satisfaction.
  • Coordinate with Support teams to resolve technical issues and enhance the customer experience.
• Schedule and lead periodic customer meetings to assess satisfaction, understand needs, and reinforce the relationship.
  • Regularly gather feedback from customers on their experience, product needs and areas of improvement.
• Act as a customer advocate within the organization, communicating customer needs and suggestions to relevant stakeholders. 
  • Identify happy, successful customers who can serve as advocates, providing testimonials, case studies, and referrals.
• Identify upsell and cross sell opportunities within existing accounts to drive additional revenue and deepen customer relationships. 
• Provide regular updates to management and stakeholders on onboarding progress, customer health and opportunities for growth.

What You’ll Bring

• Must have 1 year in customer success, account management, or similar client-facing role, preferably within a SaaS or technology environment.
• Excellent communication skills, both written and verbal, with the ability to clearly articulate complex concepts to non-technical audiences.
• Active listening skills, with a strong ability to empathize with customers, understand their pain points, and offer effective solutions.
• Ability to lead customer meetings, webinars, and working sessions confidently. 
• Analytical mindset, capable of interpreting data and customer feedback to drive customer success initiatives and identify upsell or retention opportunities.
• Comfortable working with Salesforce to track customer interactions, monitor health scores, and report on progress. 
• Familiarity with customer success frameworks (CSM lifecycle, customer journey mapping)

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com.

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.